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A little empathy goes a long way

11 April 2013 Steven Cross

A touch of empathy goes a long way in property management, according to the head of the NSW Property Management Chapter.

Miles Felstead, director of Miles Felstead Realty and chair of the Property Management Chapter, believes that one of the main ingredients in a good property manager's skill set is being able to put themselves in others' shoes.

“Property management is a service industry and the ability to be empathetic to your clients, both owners and tenants, is crucial," he said.

“A property manager who listens and relates to a person’s plight will achieve better and quicker results, with less anger and frustration along the way.”

While anger and frustration might be a daily occurrence for some property managers, Mr Felstead is adamant that simple communication is the best way to douse the flames.

“Being a great communicator will simplify situations, alleviate possible tension, provide clarity and remove ambiguity. Remember to never meet aggression with aggression, as this only escalates issues," he said.

“It is important to respond to your landlords and tenants in a timely manner, and always give clear instructions to your tradespeople.”

A little empathy goes a long way
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